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Client Onboarding Specialist

2 months ago

Tampa, Florida, United States FIA Tech Full time
Job Overview

FIA Tech is a leading provider of Software-as-a-Service technology solutions for the global finance and trading industry. We are seeking an experienced Client Onboarding Specialist to join our team and support the sales process, manage end-to-end client onboarding processes, and collaborate with various stakeholders to enhance client experience.

Key Responsibilities
  • Manage the client onboarding process from initial contact to successful implementation, ensuring a seamless and positive experience for new clients.
  • Collaborate with sales, account management, and technical teams to gather necessary information for onboarding and ensure timely execution of each step.
  • Conduct welcome calls and orientation sessions to introduce clients to our products, services, and support channels.
  • Customize onboarding plans based on client needs and ensure timely execution of each step.
  • Serve as the primary point of contact for clients during the onboarding phase, addressing inquiries and resolving issues promptly.
  • Provide training sessions to clients on platform usage, features, and best practices.
  • Work closely with cross-functional teams to identify areas for process improvement and implement enhancements to streamline onboarding procedures.
  • Maintain accurate and up-to-date client records and documentation.
  • Create and maintain comprehensive project plans and product enhancement documentation.
  • Monitor client satisfaction and gather feedback to enhance onboarding processes and overall client experience.
  • Collaborate with the sales team to identify upsell and cross-sell opportunities during the onboarding process.
  • Partner with new companies and lead their onboarding projects to our systems.
  • Serve as the key liaison between client and internal stakeholders.
  • Support customer testing and operation of our systems, including creating and maintaining test plans, utilizing internal tools to document, track, and close all customer incidents/questions.
  • Join our working and user groups to advocate for new product adoption, gain client feedback, etc.
  • Achieve an excellent understanding of our products, functionality, and workflows as well as external products that affect our industry.
Requirements
  • Bachelor's degree in finance, economics, business, or a related field.
  • Proven experience in client onboarding or customer success roles.
  • Knowledge of or exposure to derivatives markets is preferred.
  • Strong communication and interpersonal skills.
  • Strong analytical and problem-solving skills.
  • Technical skills, efficiency in Excel, knowledge of SQL and visualization tools preferred.
  • Ability to work collaboratively in a fast-paced, dynamic environment.
  • Detail-oriented with excellent organizational and time-management abilities.
  • Problem-solving skills and the ability to think strategically about client needs.
  • Customer-centric mindset with a commitment to delivering exceptional service.
  • A willingness to adapt to evolving processes and technologies.